My gas fireplace insert is admittedly old, installed in 1999. Your firm sent 2 techs to troublshoot and diagnose the failure of the pilot light to stay lit. Both were very polite and professional, however the first tech was not able to diagnose the issue and arranged for the second tech to review it.
He arrived on Friday and determined the issue was with the gas valve (I agree with the diagnosis although I have no training in this area). He attempted to locate a replacement valve through your office. While he was still at my home, I searched online and located the exact valve at Mountain View Hearth Products. Your tech looked at the product and agreed it was the correct part.
On Monday your office called and informed me the valve is obsolete and could not be found. I now have the valve in hand and it is indeed the correct part. I will now install myself and save the $ that your company could have earned with a bit more effort. You are all very nice folks but I am afraid it will be difficult to recommend you to others.